Microsoft Teams — Integration

Overview

Post ticket events to channels, @notify assignees, and execute quick actions from adaptive cards in Teams.

Capabilities

• Adaptive card notifications with ticket summary & timers

• Actions: assign, change status/priority, add tag, open in Desk

• Per-team routing by queue, priority, language, or sentiment

• Personal notifications for mentions and watchlists

1. 1

   Step 1

   In Azure, register a Teams app/bot (or use provided manifest).

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2. 2

   Step 2

   In Agent Desk → Integrations → Teams, upload manifest and grant permissions.

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3. 3

   Step 3

   Map queues/priorities to Teams channels.

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4. 4

   Step 4

   Post a test ticket update and verify actions work.

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Limitations

• Tenant admin approval may be required for bot installation.

• Rate limits apply during incident spikes; messages are queued.

FAQs

Pricing